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Head of Service Operations

2 months ago

Melbourne, Victoria, Australia Michael Page Full time
About the Role

We are seeking an experienced Service Director to lead our Service Team and drive business growth in the Australian and New Zealand markets.

Key Responsibilities
  • Strategic Leadership: Provide strategic leadership and guidance to the Service Team to ensure their ongoing performance meets the objectives of the organization.
  • Team Development: Process an ability to lead nurture and develop a team of true professionals, while also maintaining an existing client base.
  • Interpersonal Skills: Offer exceptional interpersonal, management and relationship building skills, underpinned by keen business sense and commercial acumen.
  • Work Ethic: Building an outstanding work ethic with your team of technicians and back-office personnel showing your commitment that you are working as hard or harder than they are expected to work, garnering respect.
  • Service Development: Develop a team of professionals in the Australian and New Zealand Service business.
  • Strategy Implementation: Determining, implementing, and monitoring strategies, policies, and plans.
  • Service Standards: Ensuring conformity with specifications and plans, and with laws, regulations, and safety standards.
  • Service Quality: Ensuring service standards of quality, cost, safety, timeliness, and performance are observed.
  • Maintenance Optimization: Overseeing maintenance requirements to optimise efficiency.
  • Service Growth: Liaising with marketing department and other managers regarding service growth plans to ensure plans are in-line with the overall strategy of the company.
  • Technical Products: Maintaining the standards of service of highly technical products.
  • Management Meetings: Attend and participate in management meetings.
Key Performance Indicators (KPI)
  • Service Sales Targets: Achieving service sales targets monthly, ensuring the department is always profitable.
  • Customer Relationships: Managing key customer relationships while maintaining and fostering growth.
  • Estimate Preparation: Prepare accurate estimate worksheets, presentations, quotations and contracts for customers.
  • Team Planning: Exceptional at planning and organising a diverse group of people in a head office environment along with remote working people across Australia and New Zealand.
  • Market Adaptability: Adapt to market changes quickly while keeping an open mind to learning innovative ideas to help you and your team grown and be more efficient and successful.
  • Team Leadership: Be able to lead and develop a team of true professionals.
  • Interpersonal Skills: Offer exceptional interpersonal, management and relationship building skills, underpinned by keen business sense and commercial acumen.
  • Selling and Management Skills: Possess good selling and management skills to project the benefits of the brand.
  • Customer Communication: Critically important to be able to communicate with all customers.
  • Adaptability: Be able to adapt to new ideas quickly, have an open mind and adapt/change with the times. You will want to learn and understand and see how new ideas and processes can help you and your team be more efficient.
  • Team Management: You will need to ensure that you quickly gain the respect of your employees, while setting high expectations for yourself and those around you and not allow for mediocrity within your team, ensuring they all follow the basic rules.
  • Service Team Management: Ensure that you have a well-managed service team that is well-organized, efficient and have employees that are confident and welcoming to internal and external customers.
Performance Measures
  • Service Sales Targets: Achieve and exceed sales, unit, and gross profit targets.
  • Conversion Rate: Conversion rate of prospect to customer and quotation to sale.
  • Competitor Awareness: Competitor awareness.
  • Quotation Accuracy: Accuracy & timing of quotations.
  • Major Account Maintenance: Major account maintenance.
  • Database Upkeep: Database upkeep.
  • Product Management: Product Management; support to service.
  • Service Sales Targets: Exceed service sales targets.
  • Technical and Sales Support: Maintaining a solid network of technical and sales support via the training programs.
Direct Reports

(roughly) 20 direct reports:

  • Regional Service Managers
  • Service Technicians
  • Service Engineers
  • Service Business Developers
  • Upper tier managers
  • Administrator support
The Successful Applicant

We are looking for a highly experienced Service Director with a strong background in service management, engineering or equivalent. The ideal candidate will have:

  • Tertiary Qualifications: Tertiary qualifications in service management, engineering or equivalent.
  • Experience: Minimum of 5 -7 years' experience in appropriate environment.
  • Market Knowledge: Knowledge of current market trends and best practices.
  • CRM Experience: Experience with SAP CRM or other database CRM systems.
  • Computer Literacy: Computer literate in Microsoft Office products; Word, PowerPoint and Excel.

The successful candidate will be able to:

  • Lead and Coach: Ensure the technical team process the required skills when the company launch new products in conjunction with overseas and local colleagues.
  • Technical Training: Ensure technical training of service personnel are up-to-date to enable them to promote and service all products.
  • Work Ethic: Have outstanding work ethic and commitment to the position - your team will need to feel that you are working as hard or harder than they are expected to work, garnering respect.
  • Team Management: Foster a well-managed service team that is well-organized, efficient and have employees that are confident and welcoming to internal and external customers.
  • Staff Development: Recognizing staff strengths and areas for improvement.
  • Communication: Communicating high expectations to the team.
  • Motivation: Motivating and empowering staff through coaching and mentoring.
  • Feedback: Promoting achievements and providing honest feedback and guidance.
  • Clear Directions: Providing clear directions.
  • Strategic Leadership: Provide strategic leadership and guidance to the Service Team to ensure their ongoing performance meets the objectives of the organization.
  • Team Development: Process an ability to lead nurture and develop a team of true professionals, while also maintaining an existing client base.
  • Interpersonal Skills: Offer exceptional interpersonal, management and relationship building skills, underpinned by keen business sense and commercial acumen.

The ideal candidate will possess:

  • Well Organized: Well organized
  • Positive Attitude: Positive
  • Common Sense: Common sense
  • Self Motivated: Self-motivated
  • Initiative: Able to take initiative

The successful candidate will also demonstrate:

  • Leadership Qualities: Ability to manage people of diverse cultures, align and coordinate business processes and implement reporting systems that ultimately drive turnover to full potential.
  • Technical and Sales Support: Establish a solid network of technical and sales support including training programs.
  • SAP Implementation: Advise and liase with all stakeholders on the successful implementation of SAP processes and procedures.
  • Brand Promotion: Support and promote brand image and increase market share to continuously improve productivity
  • Confidence and Humility: Must have confidence and show humility.
  • Resilience and Positive Attitude: Possess resilience, positive mental attitude to work and life, proactive at all times, sound problem solving ability (attention to detail, analytical and process driven), unquestionable emotional control (maturity).
  • Leadership Qualities: Demonstrate the necessary knowledge, skills and leadership qualities.

The successful candidate will also have strong relationship building skills, including:

  • Accountability: Directly accountable to the Region Head APAC (report activities, accomplishments, issues)
  • Co-ordinate plans and activities with the Region Head APAC
  • Dotted line to the Global Service Team
  • Have the respect of your employees, while setting high expectations for yourself and those around you, not allowing for mediocrity within your team, ensuring they all follow the basic rules.
  • Work closely with the Business Unit Managers, Product Managers, and others where applicable to meet the objectives set for the organization.
  • Leadership Team.
  • Team player.